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Consumer Health Call Centers Exploring & Modernizing Technologies to Expand Customer Connectivity

CHAPEL HILL, N.C. - Dec. 6, 2013 -
Call centers today are increasingly faced with various pressures, including meeting regulatory requirements and satisfying customer inquiries. In addition, leaders must effectively complete these tasks while also holding down costs. In order to meet the needs of customers who are increasingly mobile, increasingly connected and increasingly impatient with slow service, leaders must understand how to properly support a growing variety of customer interaction channels and tools.

Recent research by benchmarking firm, Best Practices, LLC found that up to 43% of respondents from consumer and OTC (Over the Counter) companies expect to add new technology to their call centers in the next two years. The need to support a growing variety of customer interaction channels and tools is driving call centers to modernize their technology and expand customer connectivity options.

The report, "Building a World-Class Call Center: Performance Metrics, Operations, Structures & Trends at Consumer/OTC Companies," provides industry metrics and insights for consumer health call center leaders to compare themselves to their industry peers. Organizations can use this research as a guide to help their call centers to maintain high performance levels in the complex and demanding marketplace that exists.

Key study topics include:

  • Call Center Budget, Staffing, And Management Trends
  • Use Of Social Media
  • CRM, IVR And Back-Up Services
  • Role Of Third-Party Vendors
  • Complaint Resolution Practices
  • New/ Innovative Technologies & Trends
This benchmarking research drew participation from call center leaders from 9 OTC and consumer packaged goods companies. Participation was limited to call centers operating in the United States or Canada.

To access the full report or to download a complimentary summary containing insights found in this report, click here.

For more information on other recent primary research studies, contact us at 919.403.0251 or visit our website at

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